Samsung Now Outranks Apple in Tablet Customer Satisfaction

Apple  (NASDAQ: AAPL  ) has been trying to change the conversation lately. Instead of focusing so singularly on unit market share, Apple has noted its lead in other metrics such as customer satisfaction, loyalty, and usage. The company won't be happy to hear that J.D. Power has now awarded Samsung  (NASDAQOTH: SSNLF  ) its top award in tablet satisfaction, with Samsung winning out by a slim margin.

J.D. Power uses five different criteria to measure overall satisfaction: performance, ease of use, design, features, and cost. Interestingly enough, Apple beat Samsung in four of these categories, with cost being Samsung's only advantage. Lower price points theoretically convey greater value to consumers, but in this case it was enough to let Samsung take home the crown.

In this segment of Tech Teardown, Erin Kennedy discusses Apple's fall in the rankings with Jamal Carnette and Evan Niu, CFA.

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Read/Post Comments (12) | Recommend This Article (3)

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  • Report this Comment On November 03, 2013, at 2:55 PM, Hefslaugh wrote:

    The survey is a complete joke. If you take out the cost, of course Apple crushes Samsung-it will be much more so with the air and new mini coming out. No one wants the poor man's imitation if they can afford the real deal.

  • Report this Comment On November 03, 2013, at 3:46 PM, johnestromjr wrote:

    Rather a dumb article since Apple only just released their first upgrades in a year. You should do your survey in about six months and then see if Android is overtaking Apple. Then it will mean something. Right now it's nonsensical.

  • Report this Comment On November 03, 2013, at 4:18 PM, thethreestooges wrote:

    Coby Android tablet $40 definitely is cheaper than Samsung. Coby should be crowned top spot in Customer Satisfaction. In fact, you get more satisfaction when you smash it on the garbage bin.

    Samsung marketing money is reaching out to JD Power and Consumer Report after a getting caught paying college students to bash competitors with false reports and blogs.

  • Report this Comment On November 03, 2013, at 4:38 PM, CrazyDocAl wrote:

    Apple products are too expensive. That's a fact. If you read the actual test Samsung tied with Apple in overall satisfaction (something only a fool would leave out). Also Apple was ranked very low for price. That's why they lost.

  • Report this Comment On November 03, 2013, at 5:51 PM, lkmd2016 wrote:

    How do these headlines get posted? How about "Samsung leads Apple in 1/5 categories", lower price.

    In the apple store yesterday, I guess no one in there is reading your articles....or care what JD Powers has to say anyway......

  • Report this Comment On November 03, 2013, at 6:09 PM, Mathman6577 wrote:

    How can Samsung finish No. 1 overall when it basically tied for No. 2 in cost and didn't finish ahead of Apple in any category other than cost? That's like being awarded the Stanley Cup even after losing in the semifinal round of the playoffs.

    And wasn't Apple No. 1 in market share even though it hadn't released a new iPad model in about a year ? Let's wait until iPad Air and the new mini have been around for a bit.

  • Report this Comment On November 03, 2013, at 7:43 PM, Padova wrote:

    Yet another disgraceful anti-Apple headline. Bush is no longer the most shameless person around. All the fools who write headlines like this one are worse than Bush.

  • Report this Comment On November 03, 2013, at 10:51 PM, ninderad wrote:

    Quote J.D. Power article: "But with Apple ranking second in tablets now, it's unlikely the company will be citing J.D. Powers as frequently; Samsung scored an 835 on a 1,000-point scale and Apple scored 833. Both tablets, however, earned an overall 5-star rating from J.D. Power".

    This study compare "old" Ipad against new Samsung tablet. Would you compare new Ipad Air against the latest Samsung?

    The result: Apple scored 1,000 on a 1,000 point scale and Samsung scored 835!

  • Report this Comment On November 04, 2013, at 11:34 AM, eldernorm wrote:

    WOW, just another hit piece article playing off the anti-Apple crowd.

    And JDPowers just hit a super new low making their brand mostly worthless.

    At 16% of grade, cost was the lowest factor yet Samsung wins race on cost alone??? WTF.??

    Then stupid JDP exec says that cost is so important that we give it the lowest rating, then over ride our own ratings system to give Samsung the win. Of course the millions we found in a paper bag outside our office never made any difference. Right???

    Not sure why so many keep hating Apple. Its just a great company that makes great products. While Samsung keeps getting caught doing illegal things yet no one seems to care????? Just weird.

  • Report this Comment On November 05, 2013, at 12:41 PM, VegasSmitty wrote:

    If you want to be productive get a Samsung, if you want a toy, get an Apple.

  • Report this Comment On November 05, 2013, at 12:42 PM, VegasSmitty wrote:

    The Apple FAD is so over!

  • Report this Comment On November 08, 2013, at 11:20 AM, Mathman6577 wrote:

    I see some of the hired (by Samsung ) Apple bashers are posting in here.

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